MyP&O Operations Specialist

Job Description:

Role: MyP&O Operations Specialist

The MyP&O Operations Specialist delivers exceptional HR operational support to Associates, Line Managers, and P&O Business Partners by ensuring timely, accurate, and compliant processing of HR transactions and inquiries. This role serves as the first point of escalation for complex cases, provides day-to-day guidance to MyP&O Operations Analysts, and helps drive service excellence across the team.

What Are We Looking For?

• Bachelor’s degree or equivalent experience, preferably in HR, Communications, or Business.

• At least 1 year of experience in a MyP&O Operations Analyst or similar HR Operations role.

• 2+ years of experience in shared services, customer service, call center, or service delivery environments preferred.

• Knowledge of HR processes, systems, and practices.

• Ability to effectively use Workday, ServiceNow, and related HR platforms.

• Strong verbal and written communication skills in English.

• Experience collaborating with global stakeholders across cultures and time zones.

• Ability to handle confidential and sensitive information.

Key Responsibilities

Service Delivery & Escalation Management

• Partner with the MyP&O Operations Lead to ensure effective delivery of daily HR operational services.

• Own the resolution and escalation of complex HR inquiries while meeting service level agreements and quality targets.

• Coach and support Analysts to strengthen process knowledge and service capabilities.

• Analyze operational metrics and identify performance improvement opportunities.

• Monitor data integrity issues and provide corrective coaching as needed.

Team Support & Coordination

• Coordinate schedules to ensure adequate coverage across calls, chats, and service channels.

• Balance language support needs for English, Spanish, and Portuguese-speaking customers.

• Lead daily team huddles and communicate priorities and updates.

• Monitor staffing levels and planned absences to maintain service continuity.

Signature Process Leadership

• Serve as the regional SME for Mars Signature Processes.

• Provide second-level support for escalated process and technical issues.

• Deliver capability-building sessions for MyP&O teams and business stakeholders.

Operational Excellence & Continuous Improvement

• Maintain accurate process documentation and knowledge articles.

• Support onboarding, training, and coaching of new team members.

• Ensure HR transactions are processed accurately and in compliance with policies.

• Identify and lead continuous improvement initiatives that improve efficiency and customer experience.

• Deliver manager capability sessions virtually or onsite as required.

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.

• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

• A strong focus on learning and development support from day one, including access to our in-house Mars University.

• An industry competitive salary and benefits package, including company bonus.